True or false? Customer effort score is measured on a three-point scale.
- True
- False
Explanation: False. Customer effort score (CES) is not typically measured on a three-point scale. CES is a metric used to evaluate the level of effort customers have to exert to complete a particular interaction with a company or its products or services. Unlike other metrics such as Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT), which often use scales ranging from 0 to 10, CES typically employs a scale with more than three points. Commonly, CES surveys utilize a five-point or seven-point scale, where respondents indicate their agreement or disagreement with statements assessing the ease of completing a task or resolving an issue. For example, respondents might be asked to rate their level of agreement with statements like ‘The company made it easy for me to resolve my issue’ on a scale from ‘strongly disagree’ to ‘strongly agree.’ This scale allows for more nuanced feedback and provides a broader range of responses, enabling organizations to gather detailed insights into the customer experience and identify areas for improvement more effectively. Therefore, the correct answer is False.